Senior Manager: Customer Service Systems

5 days ago

Johannesburg, South Africa Watershed Consulting Full time

**KEY PERFORMANCE AREAS**:

- *
- Responsibility for the implementation of all Customer Services business systems, normally these consist of SAP, Portal, TMC Global and all other related systems.
- Develops and manages the IT budget for this division. Cost management is a strategic component of this process.
- Ensure this business engineering department is aligned to the strategic business processes encompassed in the CS group. These management tasks will include authorization of all appointments and subsequent performance appraisals leading to career planning. Develop future people strategies to ensure that there are sufficient capacities to meet the business process service level agreements.
- Manage the complete development life cycle of all projects by ensuring the implemented project methodology is used consistently. The project methodology is evolved continuously but is aligned to the IT strategy. Ensure that business transformation is continuously considered. Business analysis.
- Play an active role in the JHB Computer Steering Committee held regularly to update business on all projects, strategies, and technologies. Gets direction from business. Strategic reporting to Management and holding company.
- Provide input to the planning and control of all hardware related to these systems ensuring the highest productivity of their users at TSAM - this extends to our dealer staff.
- Assess the cost of contractors continuously and ensure these expensive costs are minimized.
- Assist the TMC Global systems coordinator in ensuring that these systems and their interfaces are implemented according to the TMC Global requirements. This involves a high degree of involvement with TMC CIT staff - video conferences can be held daily.
- Manage all systems integration testing which will ensure the successful acceptance of Global Systems by the TSAM user community.
- Ensure that the business users are well trained in the use of all implemented systems.
- Assist in the maintenance of the IT strategy ensuring it is aligned to the business strategy.
- Ensure that all Sarbanes Oxley controls required in respect of systems implementation are met including policy & procedure development. Validate these controls by undertaking regular audits/assessments.
- Ensure that all authorizations required for individual projects by IT security are well defined allowing the user community to undertake their work productively.
- Assist with developing and enhancing the IT systems development methodology and the implementation thereof in JHB.
- Communication and management of external suppliers.
- Travelling to Durban and Japan when required
**QUALIFICATIONS AND EXPERIENCE**:

- Relevant tertiary degree (e.g. BSC Computer Science etc.)
- 5+ year’s relevant experience in Project Management.
- SAP 4.7 or ECC 6 knowledge - preferably in the Automotive industry
- Solid Business Analysis Experience
- Excellent knowledge in: MS Project
- MS Word / Excel / PowerPoint
- Excellent Systems analysis and design experience
**COMPETENCIES & IMPORTANT DIMENSIONS**:

- Good communication skills
- Self-starter and well-motivated individual
- Solid managements skills (including People Skills)
- Management reporting experience
- Accurate information gathering and analysis
- Initiative
- Communication (Verbal & Written)
- Planning and Organizing
- Evaluation and feedback
- Strategic Thinking

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